Summary
Overview
Work History
Education
Skills
Timeline
Generic

Stephenie Born

Florence,TX

Summary

Dynamic customer service professional with extensive experience at CVS Health, excelling in escalated issue resolution and staff coaching. Proven track record in enhancing customer service quality and implementing training initiatives. Adept at analyzing performance trends and driving process improvements, fostering a collaborative environment that prioritizes member satisfaction and team success.

Overview

13
13
years of professional experience

Work History

Senior Service Advocate

CVS Health
12.2021 - Current
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly within phone, email and chat support.
  • Supported management by taking on escalated member issues, handling complex concerns and achieving customer satisfaction targets.
  • Implemented and developed customer service training processes for chat, correspondence handling and member messaging platforms.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Consistently met and exceeded metrics and quality goals for the past 3 years.

Lead Teacher

Shoreline Learning Center
02.2012 - 12.2021
  • Planned and implemented different daily activities to enhance overall development and growth of every student.
  • Communicated frequently with parents about student growth and progress, recommending at-home reinforcement to support struggling students.
  • Guided 20 staff to meet policy and education requirements.
  • Designed lesson plans for teaching staff and worked closely with administration for compliance with state curricula.

Education

Associate of Arts - Early Childhood Education

Austin Community College
Austin, TX
05-2020

Skills

  • Escalated issue resolution support
  • Staff coaching on member engagement within team
  • Member service quality advising within team
  • Constructive evaluation of customer service performance and error trends
  • Facilitate training sessions within ISM
  • Customer service process improvement initiatives
  • Working knowledge of GPS, ECHS, RUMBA and PeopleSafe

Timeline

Senior Service Advocate

CVS Health
12.2021 - Current

Lead Teacher

Shoreline Learning Center
02.2012 - 12.2021

Associate of Arts - Early Childhood Education

Austin Community College

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